Before you set up your Schedule, select your Schedule Settings . To access these settings, go to the Schedule tab , and they will appear in the bottom left corner of your screen.
- Constraints & Schedule Tolerance
- Shift Trade Permissions
- Shift Trade Group Permissions
- Time Off Requests
- Time Off Reasons
- Unassigned Shifts
- Default Max Chats Handled
- Check the Schedule Log
This is where you can enter a daily and weekly maximum number of working hours. Setting these restrictions helps you to avoid overscheduling your agents and allows you to determine the minimum number of hours between shifts, as well as lateness and schedule tolerance (how many minutes you will tolerate your agents to be late and how many minutes you will allow agents to deviate from their full required scheduled hours).
Note: once you define how many minutes you will allow agents to be late while still being considered on-time, they will see an emoticon letting them know if they arrived within that window. If they log in past the tolerated timeframe, they will see a frowny face emoticon. If they start the day on time, they'll get a smiley emoticon.
Important: The daily and the maximum number of working hours per week are set to restrict from a manager’s perspective. If the agents can take unassigned shifts without the managers’ approval, they will be able to take shifts with more hours than the daily limit established without warning.
If you set up Shift Trade Permissions, it will allow your agents to trade shifts with or without a manager's approval. You can also completely disable Shift Trades for your agents depending on your work requirements.
After setting up your Shift Trade Permissions, you may also allow your agents to trade shifts within all of the groups they are in or restrict them to only trade within their default group.
Select the option shown below to enable Time Off Requests for your agents.
To Set up Time Off Reasons, look for this button in the upper left corner of your Schedule Settings. Create and name as many Time Off Reasons as your employees need. You can also categorize these reasons as Planned or Not Planned.
Even though most of the Time Off Reasons are planned as for example vacation, personal day, maternity/paternity leave, tymeshift gives you the possibility to mark other reasons e.g. sick time as unplanned as well.
Important: these reasons are visible to every user on your account.
Depending on your preferences, you can allow agents to take Unassigned Shifts with or without a manager's approval. You can also prevent them from taking Unassigned Shifts at all if you'd like.
You can select to receive push notifications and/or email notifications whenever a shift gets updated. In order to do so, check one of the following options:
This setting controls the maximum number of concurrent chats an agent can handle.
Note: you can specify settings for individual agents by going to Admin and then selecting Agent Permissions.
Using the Schedule Log lets you track each and every change made to the schedule, including who made it and when.